BMC Helix ITSM Erfahrungen

Complete Helpdesk and IT service management solution

It is a single repository/database for incidents, assets, change requests and knowledge
You can easily track old tickets as well as you can figure out the approval chain, pending tickets and followup on tasks done and has to be done.

Used it for 3 years in our corporation now and it has been great for tracking change and...

Enterprise level, very powerful software which is very easy to use. As of Remedy 7.6x, you can make your own customizations to the application or even create applications of your own with their customized Eclipse tool.

While a lot of OOTB features worked very well for us, we still needed the ability to customize and create our own forms and processes or even the ability to perform automation and self-service with other applications. Some items the learning curve is not bad at all and customizations can be added with little to no effort. Whereas others have taken quite a long time to develop and troubleshoot.

One such customization which we developed was the ability to have placeholder templates for Change, Incident, Work Order and Tasks where we pass through variables via the SRM and it dynamically generates and populates the ticket with this information. We have full date automation, dynamic Task generation and the ability to dynamically modify the template on the fly based on the answers that the user passes through via SRM. So instead of multiple templates which are served based on "if-then" answers in the Process Definition, we have a single template which then gets massaged based on the user's answers. This customization took a decent amount of time to complete, but it reduced the amount of time of SRM and template rework to almost nothing.

Of course with such customization, there are always risks of breaking existing workflow or failure during an upgrade. So when we upgraded fro 7.6.04 to 8.1, it took a solid month of work to check each and every form, active link, filter, etc to make sure that things worked with the new upgrade. But BMC's tools helped reduce both the time and work it took to get the kinks worked out and we had all of our environments upgraded and without the need to call in expensive consultants to assist with it.

As with any piece of software, there are always going to be issues. However, we have found that 9.5 out of 10 times we contact BMC for support, their staff is more than knowledgeable and have us up and running again in short order.

BMC's Remedy ITSM Suite is a great piece of software and VERY flexible to meet the most demanding of situations. After being a Remedy Administrator for 3 years, I can say without hesitation that it is well worth the price and would be a welcomed addition to any I.T. department.

Great IT Support Tracker

We are using this tool to manage all report for each user that is requesting assistance from IT support by creating a ticket. They are are to copy all relevant information about the issue that users is experiencing with the device and any of the peers from IT support can go directly to the users that is facing the problem and provide the correct support. We already know what we need to have in order to solved users issue since there is an initial description for that. We can also track who has resolved previous ticket and easily provide report and have a history for each of electronic product we internally provide support on the company.

Overall Adequate Functionality

Remedy enables our organization to track incidents and change requests in a single system of record.

All-in-one asset management under a single app

We have consolidated all our ITOM operations under a single app, readily accessible across the organization.

One of best tool that tracks the status of the tickets that are being raised as part of request

Essential and User Friendly Tool used for ticketing purpose

Best Ticketing tool for business purpose. Gives us wide range of options to customize from.
breadth of services.
Easily understandable
Can generate reports according to requirement
Able to link tickets to one another easily

Works OK, but has some flaws

I used Remedy in the last 3 years to process automatic generated incidents and changes. Overall it was a good experience, but you always have the feeling that you are using an older, obsolete software.

Remedy Review

Remedy hasn't been the best service management software I have used, but it's also not the worst. Cluttered, very unfriendly to new users, slow, and overall lacking features that other software provided

Robust but Ruthless

Enterprise Incident and Change Tracking Software

Support tool for acting demands and sla compliance

We use to receive incidents identified by customers or other T.i teams

Decent SD tool

Room for improvement for User experience and interface for making it simple to new or non technical work force

A Mediocre Solution

Although Remedy works, there are much better options out there.

Remedy the best ticketing tool

I am using this tool from last 7 years and happy with this ticketing tool.

Nice product, however out of the box options are not ready solutions available

I use it for Ticketing sytem of IT services,

Easy ticket management tool

Remedy ITSM - Kelly's view point

Pros -
* Consistent UI makes it easy to navigate.
* Fully ITIL Compliant and easy to explain how using SMPM
* Easily customizable to meet company needs and business processes
* Data driven configuration/business rules allows for less customization to need to be done
* Data load capabilities are getting stronger
* Default configuration of system variables works for 90% of companies
* Continues to add new sizzle in each release

Cons -
* No end to end data model so when you do have to do a configuration or customization change you don't know all the places impacted
* Limited Mobility solution - ability to show reports/charts on mobile devices. I think Smart Reporting in 9.0 will help with this. Ability to work tickets - you have Smart IT for the Service Desk. We need it for the resolvers.
* Upgrade is a bear if you have done any customizations.
* No support for multiple overlays. Unisys has done a lot of overlays for our improvements. If a customer wants to change something then it goes in our overlay, not a second level overlay. Consequently, when we do an update to our overlay, their customization goes away.

Overall General Impression -
Remedy ITSM is the most feature complete yet flexible tool on the market. Time to implement is far less with Remedy than the competitors. The open ability to integrate is a huge plus because in today's world everyone wants all the tools form multiple vendors to work together.

ITSM out of the box or tailored, Remedy will get you there.

BMCs Remedy platform has long been a core in service desks everywhere. "Platform" is the proper term, not "application". Most people hear Remedy and think 'help desk tickets'. While this is certainly the heritage and one of the strongest things Remedy does, it barely scratches the surface. Remedy ITSM provides an out of the box ITIL based solution ready to run by any organization that needs or wants to employ full lifecycle management for services. It is not just 'tickets' any more. Everything from baseline (Change) management, Problem Management, Release Management, to full Asset Management can be done in the ITSM suite out of the box. Just fill in the basics of your organization and you are good to go (this isn't a small task mind you, thinking out how to layout the organization in the beginning will leverage even more from the platform in the long run - a smart plan would be 3 months at least). Add to it BMC discovery (ADDM) and you have live asset data to feed Incidents, Change, and Assets.

As your organization matures, customization to do just about anything you can think of in a 'ticket' fashion is possible. Recent updates in the core of the platform have made preservation of customization much easier - something that had been very difficult in the past. So whether you need ITIL from the start or have custom ideas to develop, the Remedy platform can handle it all.

Remedy ITSM

Remedy

I have been a user of Remedy for about 14 years and have done integrations for the past 10 with products like Atrium Orchestrator and Opalis. Remedy is a very powerful forms tool that is extremely customizable. Performance can vary widely based on load. It complements an ITIL approach or organization very well. Of the products that I have used, it is certainly the most complex, but also the most feature rich.

The issues that I have with it are mainly in two areas. Upgrades are difficult and very time consuming especially if there have been several customizations done. Depending on how these customizations were implemented, each one may have to be redone post upgrade.

The second major issue is the user interface itself. I have heard it described as being written by developers for developers. When first exposed, many things are not intuitive and require "end user training" to stay consistent. I hope that this is enhanced and streamlined in future releases as I find the user experience lacking.

Overall, I am pleased with the Remedy ITSM product from a user and integration prospective. It does what we need it to do, and we get good support. Products can always be streamlined and user experiences continue to evolve.

Use of remedy

its useful for the team to efficiently place tickets without the hassle of going through paperwork

I love this software

Please Run.

This is probably my least favorite program. Our office adopted it as a ticketing system, and I couldn't wait to get off. It's less than user-friendly, crashes constantly, and ran slower than bearable. Maybe it was built to support much smaller offices, but it was nothing short of a headache most days.

Love the product

Awesome